Apologies in advance if the following seems like a rant but I've come to the end of my tether! What should have been a simple issue to resolve has now turned into a big complaint due to lack of communication from the customer service team.

I emailed the complaints team on 22/10 to advise I contacted BT via online chat on 14th October to advise I am unable to register BT smart talk app on my phone as it says registered to another ID. When I log into My BT it states I have 2 active users but when I click on Active Users nothing is displayed. I was transferred to the technical team who then advised me to email mobile.apps.support@bt.com , which I did that day. I even included a screen shot of page from MY BT Smart Talk online account. As I had received no reply, I contacted the complaints team via online chat and was transferred to technical team again. Then then told me to call 150 when I suggested they log into my account to view problem. When I called 150 they did not know who to direct me to. When they found out I was transferred to a department which was closed and no option to return to previous, call ended.

I received a reply from the complaints team on 27/10 but the only information provided were instructions on how to use BT smart talk. She also advised I could log in to www.bt.com/mybt. In your BT SmartTalk account, you’ll see a list of active users (identified by their service ID and mobile number) with a breakdown of calls made by each one. However, this is part of what is not working!!! I replied back on same day to advise the original issue had not been addressed but have still not received a reply.

I would be very grateful if anyone can advise on how to resolve, even someone from BT!

What Keith_Beddoe has said is corrected. BT Smart Talk is being discontinued later on this year. All existing SmartTalk customers will be notified of the closure plan via email, which is expected to be sent out from the 12 November.

With roaming call charges in the EU no longer apply, and most mobile service providers now offer cost effective call plans with unlimited minutes, only a small number of customers use it regularly.

Doing away with SmartTalk is a disaster. BT makes out that its functions have been replaced by things like WiFi calling, WhatsApp and abolition of roaming charges in the EU.

However, mobile phone WiFi calling doesn't work outside the UK. If I want to ring a business in the UK (or anywhere else that I'm not) from Australia they won't have a WhatsApp number. In conjunction with a BT International Call plan on the home line, BT SmartTalk was the ideal solution. For instance, my wife is currently in Australia and lost her phone. She had to ring Telefonica in Spain to report it and was able to do so using another phone that had BT SmartTalk on it

O2 had a similar app called TuGo and did away with it last year. This is absolutely infuriating!